Optimize Customer Service Workflow

₹100-400 INR / hour

Completed

Posted 4 months ago

₹100-400 INR / hour

I need a seasoned process analyst who can dive straight into my existing customer-service SOPs, spot the weak points created by inefficient processes, and—above all—rebuild our Excel-based reporting so that it actually helps the team lift CSAT. You will be looking at Average Handling Time and First Contact Resolution too, but customer satisfaction is where we expect the biggest gain, so every change you propose should ultimately support that goal. Here is what the engagement looks like from day one: you review the documentation I already have, shadow a few live interactions, and translate everything you see into a cleaner, faster reporting structure. While you are doing that, you will also test the newest CRM releases manually, record any defects, and deliver concise, structured bug reports that our devs can action without additional questions. Your background should show hands-on experience in customer-support operations, process mapping, data handling in Excel (pivot tables, Power Query, basic VBA appreciated), and basic QA/testing practices. If you have improved CSAT for another support desk, let me know exactly how you measured and achieved it. Deliverables I will use for acceptance: • A redesigned Excel report template with built-in KPI calculations • A brief gap analysis of current versus target CSAT, including quick-win recommendations • Updated SOP excerpt that removes at least one identified bottleneck • One round of CRM test cases plus the corresponding bug report log Share links or samples that best prove you have done this before, and we can start right away.

Software Architecture

Project ID: 40240908

About the project

4 proposals

Remote project

Active 4 mos ago

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Awarded to:

@nehamayagrg

Hello, I have 4+ years of experience in BPO operations, process documentation, KPI tracking, and customer support management. I’ve worked on workflow optimization, Excel-based reporting, and manual testing of CRM updates to ensure smooth operations. I’m detail-oriented, analytical, and comfortable handling both operational improvements and quality checks. I’d be happy to support your project and help streamline your processes. Looking forward to discussing further.

₹100 INR in 40 days

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4 freelancers are bidding on average ₹215 INR/hour for this job

@keaganmini

I am an excellent fit for your project, having successfully completed similar work in the past. I understand you need a clean, professional, and seamless redesign of your Excel-based reporting to support improvements in customer satisfaction while handling Average Handling Time and First Contact Resolution metrics effectively. My expertise includes process analysis, customer-support operations, Excel data handling with pivot tables and Power Query, and QA/testing practices. Even though I am new here, I have worked on numerous projects outside of freelancer and developed the skills necessary to complete this work effectively. I’d be glad to discuss your project—at best, we find a strong fit to work together; at minimum, you receive a complimentary consultation. Regards, Keagan.

₹400 INR in 14 days

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@Hemantt841

I was immediately drawn to your project description as it perfectly aligns with my expertise in process optimization and software development. With over 7 years of experience in this field, I am confident in my ability to help you optimize your customer service workflow and enhance customer satisfaction. My approach to completing this project would involve the following key steps: - Reviewing your existing SOPs and identifying inefficiencies - Designing a new Excel-based reporting structure with built-in KPI calculations - Conducting manual testing of CRM releases and providing structured bug reports - Updating SOPs to remove bottlenecks and improve efficiency In terms of technologies and tools, I am well-versed in Excel (pivot tables, Power Query, VBA), process mapping, and basic QA/testing practices. I have successfully improved CSAT for previous support desks by implementing similar changes and measuring the impact on customer satisfaction. One specific project that comes to mind is when I revamped the customer service workflow for a tech company, resulting in a 20% increase in CSAT within 3 months. I achieved this by streamlining processes, implementing new reporting structures, and providing targeted training to the support team. As I look forward to potentially working together, I am curious to know more about the volume of customer interactions your team handles dail

₹110 INR in 7 days

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@amanv621

Hello, I have good experience in Excel and Data Entry work. I can complete this project with 100% accuracy and within the given time. I am ready to start immediately. Looking forward to working with you. Thank you.

₹250 INR in 40 days